We make a point of involving patients directly in their rehabilitation in the National MS Centre. This is why we are also constantly assessing patient experiences, so that we can continue to develop a high-quality, safe and patient-friendly hospital.

For hospitalised rehabilitation patients:

• An extensive questionnaire is sent to around 60 patients every two years. The results of the satisfaction survey give us valuable information about the service provision that meets expectations, but also information about points for attention or improvement that the patients see. This allows us to check how we can adapt our service provision even better to meet needs and expectations. We provide information about the results and following-up of this survey via a newsletter.

• Every hospitalised patient can also provide their opinion about their hospitalisation at any time. They receive a document to fill in upon admission where they can note any experiences and suggestions. They can deposit the document in a letter box at reception upon discharge. A summary of these reflections is periodically fed back to the management committee. Where possible, the service provision is adapted to follow the desired direction.

For outpatient rehabilitation patients:

• 
  All outpatient rehabilitation patients receive – also every two years – an extensive satisfaction survey. These results are used to update the direction our service provision takes, and this is communicated via a newsletter.

• Fortnightly ‘dialogue meetings’ also take place with a regular core of (outpatient) patients. The aim of this discussion group is to actively involve and empower patients in thinking about how the National MS Centre operates. The dialogue group is a consultation forum where patients can go with questions, ideas and comments. In this way we aim to reduce the gap between patients and management and together improve the day-to-day activities. The workers and quality coordinator/ombudsman are also involved in this meeting. Members of management, doctors and other personnel can also join in by invitation, to answer questions from patients or provide further explanation. For more information, please contact Sara De sara.debondt@mscenter.be or psychologie@mscenter.be